Saturday, October 16, 2021
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EV

How can service departments prepare for an EV-focused industry?

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According to the International Energy Agency, electric car sales surpassed 2 million globally in 2019. These numbers only continue to grow higher, leaving dealerships wondering how their service department will need to change. While EVs require less service work due to having fewer moving parts, simpler propulsion systems, and fewer parts to replace, there will […]
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service

How to get customers back for first service

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It’s easy to think that a manufacturer’s free maintenance plan is enough to bring someone in for the first service if you just had one to offer. If you don’t have that option, how could you get your buyer in for their first service? Let’s look at some ways to get them back and keep […]
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service

Dealing with objections for service repairs

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There’s no questioning how busy service advisors are, day in and day out. As the frontline workers in after-sales service, it falls on them primarily to keep customers satisfied while ensuring their vehicles receive the best care. They must balance the customer’s needs with the need to make sales for the store and their paycheck, […]
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shoppers

Shoppers willing to drive further for the right car, according...

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The average distance a car shopper is willing to drive to buy the right car has increased by nearly 20 miles. Ahead of the first holiday vehicle sales period of 2021, Edmunds discovered that car shoppers whose purchase is imminent are ready to drive up to 65 miles, on average, to procure the right make and model with […]
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financing

Are fixed operations financing options necessary?

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According to AAA, the average vehicle service invoice cost is now between $500 and $600 in the US. That pricing has been exacerbated by the pandemic where, despite historically low interest rates and high manufacturer incentives, the average age of vehicles on the roads has actually increased to 11.8 years of age. The AAA survey identified that 1 in […]
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loyalty

7 tips to build customer loyalty

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It’s no secret that customer loyalty is key to any business. Acquiring new customers is pricey and time consuming, so most businesses work to find some sort of loyalty program or process to keep their existing customers coming back, too. The auto industry partakes in this quite often, with both dealerships and automakers striving to […]
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fixed ops

Five types of customer data that you should take from...

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According to Cox Automotive, 49% of a dealership’s profits come from the service department. It’s clear that fixed ops have evolved into a significant profit center for car dealers. However, it can also be more than that for dealers who understand the additional benefits that the fixed ops department can provide.  Panelists at a recent Cox Automotive Experience event […]
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digital

Kelley Blue Book beefs up digital solution tools to help...

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The need for enhanced digital tools has become even more essential since the COVID-19 pandemic drove many dealers to increase their reliance on digital apps and processes. Today, more consumers are comfortable with steps of the car purchasing process occurring online. This development means that valuable touchpoints like their first time hearing about you or checking […]
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customer

Five tips on how to be customer-centered

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A recent PWC report said, “only 36% of consumers feel that their [brand/product] employees understand their needs.” Regardless of the truth or argument, perception is reality. This indeed points to an inadequate focus on customer needs or solutions offered by businesses at worst or a horrible job managing expectations and image at best. Customers aren’t receiving what […]
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Seamless mobile experience in service a customer expectation in 2021

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Smartphone use in the United States has increased in recent years to 81% of the total population. For those earning more than $50,000 annually, smartphone ownership increases to well above 90%, mainly in users between 18 and 49 years of age, according to Pew Research. An average American adult spends nearly four hours of their time […]
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